Heathrow Airport is using Capgemini’s new generative AI technology to boost customer experience.

The airport has rolled out the tech for e-commerce and other passenger services through the company’s AI for Customer Experience solution.

The offering includes four dedicated AI assistants designed for a “hyperpersonalised” experience, including a synthetic design assistant, personalised chatbots, a content and knowledge assistant for customer care services and a product & offers knowledge assistant.

“We are excited to partner with Capgemini to enhance the experience of our passengers who travel through our airport," said Pete Burns, director marketing and digital, Heathrow Airport. "Together with Capgemini’s GenAI partners, we are building solutions that will assist, empower and delight those passengers with faster, more comprehensive and sensitive customer service.”

The move follows Capgemini's launch of a dedicated generative AI practice and a Generative AI Lab designed to research the most relevant use cases for the technology and collaborations with businesses or academia.

The Group has also recently announced new generative AI partnerships with Google Cloud and Microsoft.

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